Customer Support Manager

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $81k - $88.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fullsteam

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏥 Healthcare

📦 Logistics

Automotive • Healthcare • Logistics

Fullsteam is a leading provider of modern and scalable payments technology integrated with vertical software to offer industry-specific features and end-to-end business management systems. It delivers mission-critical infrastructure and technology, empowering a wide range of niche industries such as automotive, healthcare, recreation, and self-storage. Fullsteam's cloud-first payments technology is designed for secure, seamless integration with other vertical software, transforming how various industries conduct business. The company also offers membership and event management software for nonprofits, as well as ERP solutions for B2B markets.

📋 Description

• Lead the customer support team and own team performance, service delivery, and continuous operational improvement • Set goals and expectations, assign work, conduct one-on-ones, coach performance, and foster an accountable, inclusive culture • Manage interviews, selection, onboarding, coaching, development, performance reviews, recognition, and performance concerns • Establish team priorities, service standards, operating rhythms, and measurable deliverables • Manage staffing plans, schedules, on-call rotations, holiday coverage, capacity, and workload allocation • Own support KPIs including response time, CSAT, FCR, ticket backlog, and quality • Monitor queues and capacity, make real-time prioritization decisions, and ensure effective ticket resolution • Own escalations for high-impact, complex, or at-risk customer cases • Serve as the technical and operational escalation point and coordinate with Product, Engineering, Customer Success, and senior leadership • Lead improvements across processes, workflows, knowledge base, quality assurance, and training • Identify customer-risk patterns and partner with Customer Success and Sales on retention strategies • Synthesize customer feedback and support trends for cross-functional stakeholders • Lead support-team readiness for new features and product changes through training, documentation, and escalation planning

🎯 Requirements

• 4+ years of progressive experience in customer support, technical support, customer success, or a related software environment • 1–2 years of experience leading or supervising employees • Experience conducting performance reviews, setting measurable expectations, providing documented feedback, addressing underperformance, and building development plans • Experience hiring, onboarding, and retaining employees • Experience monitoring team KPIs, service-level performance, ticket queues, or team capacity • Track record of building and optimizing workflows, support documentation, quality practices, and training programs • Experience leading escalations and partnering cross-functionally with Product, Engineering, Customer Success, or Sales • Familiarity with Zoho Desk, Salesforce, or comparable ticketing and customer-management platforms • Experience supporting software systems • Demonstrated people-leadership capability, coaching, talent development, and accountability • Strong analytical skills and experience with dashboards and performance data • Excellent verbal and written communication • Strong cross-functional influence, facilitation, conflict-resolution, and change-management skills • Sufficient technical aptitude to troubleshoot foundational issues and assess risk

🏖️ Benefits

• Equal Opportunity/Affirmative Action employer